SLA & Support operating model

A transparent support model with incident priorities, target response windows, recovery expectations, and escalation paths.

Request SLA matrix

Operational artifacts

Demonstration format aligned with technical appendices and SLA schedules.

Схема эскалации SLA с уровнями приоритета
In progressUpdated: 2026-03-15
SLA Escalation Map

Priority-based escalation map with response and recovery windows.

  • - P1/P2/P3 классификация
  • - Response time и recovery time
  • - Каналы и ответственные роли

Escalation policy

Incidents are classified by business impact. Each level has defined response target, recovery target, and escalation ownership.

SLO/SLA metrics

Initial Response Time

Time to first acknowledged response after incident registration.

Source: Service desk timeline

Period: Per incident

Recovery Time

Time to restore agreed service quality threshold.

Source: Incident timeline

Period: Per incident

SLA FAQ

What does 24/7 support include?

24/7 applies to critical incident intake and first response. Full scope depends on the selected support tier.